Taylor Warren
Grovetown
Summary
Dynamic professional with a proven track record in all positions, excelling in client servicing and account management. Recognized for maintaining 100% compliance while delivering exceptional customer experiences. Adept at multitasking and fostering teamwork, I leverage Microsoft Office expertise to enhance operational efficiency and proactively address client needs.
Overview
10
10
years of professional experience
Work History
Membership Rewards
American Express
Remote
04.2021 - Current
- Assist card members in redeeming their rewards and answering rewards questions.
- Service card account alerts ensure the accounts are up to date with information.
- Stay up to date with rapid changes, and relay accurate information to card members.
- Provide relevant offers to card members, such as lower APR, additional benefits, and card upgrades.
- Assist colleagues within the team chat when they need assistance.
- Demonstrated empathy towards customers during difficult conversations.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities for improvement within the existing processes.
- Provided product and service information to customers.
- Investigated complex or escalated issues and provided solutions where possible.
- Collaborated with other departments to resolve customer inquiries quickly and efficiently.
- Organized daily workloads by prioritizing tasks based on urgency.
SCOUT (TWA)
American Express
Remote
01.2023 - 08.2024
- Support Frontline TLS colleagues within the SCOUT support Slack channel.
- Provide feedback to frontline leadership on individual performance, identifying gaps and opportunities for coaching and additional support.
- Supported the SCOUT escalation line taking calls of cardmembers with complaints.
- Research and resolve global complaints.
- Monitor and manage network OFAC/Fraud processes.
- Work with management to provide feedback on how we can work more efficiently.
- Assist in the SCOUT team chat when other SCOUT lead counselors need assistance.
- Maintains flexibility to pivot from chat, phones, or global complaints when volumes are fluctuating.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
Platinum Travel & Lifestyle Services
American Express
Remote
10.2019 - 04.2021
- Prioritizes a cardmember-first mindset while following procedures and compliance.
- I created a OneNote to share with my team while in Platinum TLS.
- Received 0 write-offs (errors that resulted in financial compensation).
- Personalize the cardmember experience while assisting them in booking their travel.
- Followed up with card members when there were changes to their itinerary.
- Provided benefits of the cards to the card members to encourage use of the card.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Researched availability of airfare and hotel rooms using reservation systems.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Prepared customized itineraries based on customer needs and preferences.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
Project Armstrong (FRP)
American Express
Remote
04.2020 - 03.2021
- I quickly adapted to the new role and frequently helped teammates in the group chat, while still maintaining my own workload.
- Volunteers to help my team and leaders in group activities, and sharing best practices, including co-hosting and facilitating boot camps and team meetings.
- Answer calls as a one-call resolution, regardless of whether it is FRP-related or not. If unable to resolve, transfer the call to the appropriate department.
- Prioritizes a cardmember-first mindset while following procedures and compliance.
- Maintained 100% compliance.
- Analyzed past due accounts to determine appropriate action plans for collection.
- Processed payments for various clients in a timely manner.
- Assisted customers with setting up automatic payment plans when needed.
Client Support Specialist
Vet Comp & Pen
Remote
02.2019 - 08.2019
- Manage call volume averaging 150 calls per shift
- Provided technical support to customers over the phone and via email.
- Performed data entry tasks for client records management.
- Provided feedback on areas where improvements were needed in order to enhance customer experience.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Stay up to date with changes in policy and updates from the VA to provide clients with proper information.
- Reviewing medical records.
- Knowledge of medical terminology and anatomy.
- Determining the needed documents for claims.
- Organization and time management of workflow.
- Tracking deadlines and moving cases forward.
- Understanding and being HIPAA-compliant.
- Assisted other departments with resolving any outstanding client issues.
Claims Strategy Advisor
Vet Comp & Pen
Remote
03.2018 - 02.2019
- Selling and presenting a private medical consultation service to the U.S. Military veterans need assistance with their VA disability rating.
- Effectively establish rapport, present our company's value, and create motivation with potential veteran clients to gather necessary documents to build a current medical strategy designed to help veteran clients gain all eligible disability compensation.
- Strong ability to articulate thoughts in a precise and professional manner, so veteran clients are clear on the process to assist.
- After presenting the value, one must possess the ability to gain commitment from veterans by obtaining a signed copy of the Medical Consulting Service Agreement.
- Resolves objections, concerns, and issues consistent with the daily tasks within the Veteran Intake Department.
- Monitored progress of veterans' cases, adjusting interventions as needed.
- Created individualized treatment plans that incorporated evidence-based practices for each veteran client served.
- Developed and implemented case management plans for veterans with complex medical, emotional, and financial needs.
Recovery Specialist
Enterprise Damage Recovery Unit
Gainesville
11.2016 - 03.2018
- Developed and implemented strategies to successfully recover delinquent accounts.
- Assisted with developing collection strategies designed to reduce delinquency rates among customer base.
- Managed multiple tasks simultaneously in a fast-paced environment.
- Reviewed documents such as contracts, invoices, statements, and other legal papers related to the recovery process.
- Provided customer service support by responding to inquiries regarding account status and payment options.
- Negotiated payment arrangements with customers in order to bring their accounts current.
- Explained the terms of rental agreements to customers.
- Adhered to company policies regarding cash handling procedures.
- Maintained detailed records of all claim activities including correspondence, decisions, payments.
- Negotiated settlements between claimants and insurers when necessary to resolve disputes quickly.
Assistant Manager
House of Tans
Gainesville
02.2015 - 11.2016
- Recruited and trained new employees to meet job requirements.
- Organized promotional events within the community.
- Ensured that the salon, as well as all equipment, is properly cleaned at all times.
- Attend trainings to ensure the knowledge base is up to date with the newest products.
- Sell memberships, single services, and products to clients.
- Resolved conflicts between team members in an effective manner.
- Created reports on sales trends, inventory levels, and financial data.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Communicated regularly with customers to gain insights into their needs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Associate of Arts - Business Fundamentals
University On Phoenix
Phoenix, AZ02.2025
Skills
- Passion to provide excellence in client servicing
- Microsoft office expertise
- Courteous demeanor with professional-level communication in all areas
- Adaptive team player
- Fast-paced learner
- Recruitment and hiring
- Knowledge in various POS and software programs
- Ability to maintain a large workload
- Coachable
- Proactively anticipate the needs of clients by active listening
- High-energy attitude
- Multitasking and organization
- Orientating and training
- Customer account management
Timeline
SCOUT (TWA)
American Express
01.2023 - 08.2024
Membership Rewards
American Express
04.2021 - Current
Project Armstrong (FRP)
American Express
04.2020 - 03.2021
Platinum Travel & Lifestyle Services
American Express
10.2019 - 04.2021
Client Support Specialist
Vet Comp & Pen
02.2019 - 08.2019
Claims Strategy Advisor
Vet Comp & Pen
03.2018 - 02.2019
Recovery Specialist
Enterprise Damage Recovery Unit
11.2016 - 03.2018
Assistant Manager
House of Tans
02.2015 - 11.2016
Associate of Arts - Business Fundamentals
University On Phoenix
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